. >> the people in government they must be aware of the problem and they appear to be ignoring the problem. >>reporter: they do know. state awed tonight march 2011 first out hin the problems in the unemployment phone system and follow-up audit last month confirmed the issues are very serious. of the 29.7 million calls in which individuals ask to speak with an agent, 24.9 million or 84 percent were unsuccessful. >> i think people have a lot of expectation that i call and someone is there to ns a.well there are finite resources of staff. >>reporter: edd spokesperson says budget limitation and the volume of calls to the unemployment insurance line make it difficult to answer every call. >> demand is overwhelming. we know that it's difficult staples to get through to a representative but we are doing our best to try to make information available for our customers. >>reporter: she directs people to the edd web site. e-mail. social media sites. she has the same advice for people having trouble on the disability insurance line. >> submit your question to us on line. some people may not weren't to